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Number of items: 52.

Mardon, Rebecca ORCID: https://orcid.org/0000-0002-4199-7121, Cocker, Hayley and Daunt, Kate ORCID: https://orcid.org/0000-0002-6741-4924 2025. When fans become anti-fans: How to navigate negative influencer–follower relationships. NIM Marketing Intelligence Review 17 (1) , pp. 30-35. 10.2478/nimmir-2025-0005
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Dineva, Denitsa ORCID: https://orcid.org/0000-0003-0451-9021, Daunt, Kate ORCID: https://orcid.org/0000-0002-6741-4924 and Bacile, Todd 2025. Communication accommodation for de-escalating consumer tensions in online brand communities. Journal of Business Research 192 , 115281. 10.1016/j.jbusres.2025.115281
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Thomas, Robert and Daunt, Kate ORCID: https://orcid.org/0000-0002-6741-4924 2025. Contractarianism as an intervention. Exploring the need for pan European social contracts with Holocaust/genocide remembrance sites. Presented at: After Genocide and Mass Violence: What Comes Next?, Huddersfield, UK, 23-24 October 2025.
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Thomas, Robert and Daunt, Kate ORCID: https://orcid.org/0000-0002-6741-4924 2025. Nationalistic homophily: Implications for genocide education. Presented at: After Genocide and Mass Violence: What Comes Next?, Huddersfield, UK, 23-24 October 2025.
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Thomas, Robert and Daunt, Kate ORCID: https://orcid.org/0000-0002-6741-4924 2025. Preservation through moral education: Exploring reluctance, paradox, challenges, and reliance on moral intuition for moral progress at Europe’s darkest sites. Presented at: After Genocide and Mass Violence: What Comes Next?, Huddersfield, UK, 23-24 October 2025.
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Thomas, Robert, Daunt, Kate ORCID: https://orcid.org/0000-0002-6741-4924 and Reynolds, Laura 2025. In love with the darkness: topophilia and thana-tourism. Presented at: Academy of Marketing Conference:Saints & Scholars, Cork, Ireland, 07-10 July 2025.
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Thomas, Robert, Daunt, Kate ORCID: https://orcid.org/0000-0002-6741-4924 and Dalziel, Imogen 2025. Deconstructing symbolic and social demarcation through Holocaust Memorial: A study of Hamburg’s Stolpersteine and community contradictions. Presented at: British and Irish Association for Holocaust Studies, “Contexts of The Holocaust”,, Canterbury, Kent, 03-04 July 2025.
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Mardon, Rebecca ORCID: https://orcid.org/0000-0002-4199-7121, Cocker, Hayley and Daunt, Kate ORCID: https://orcid.org/0000-0002-6741-4924 2024. When parasocial relationships turn sour: social media influencers, eroded and exploitative intimacies, and anti-fan communities. Gurrieri, Lauren, Drenten, Jenna and Abidin, Crystal, eds. Influencer Marketing Interdisciplinary and Socio-Cultural Perspectives, London: Routledge, (10.4324/9781003559412)

Cocker, Hayley, Mardon, Rebecca ORCID: https://orcid.org/0000-0002-4199-7121 and Daunt, Kate ORCID: https://orcid.org/0000-0002-6741-4924 2024. We’re not deviant, you are! How consumption communities neutralize accusations of deviance. Presented at: AM2024: Marketing: Fusing resilience and power for public value – igniting marketing’s social spirit, Cardiff, UK, 1 - 4 July 2024. Academy Of Marketing Conference 2024 Paper Proceedings. Academy of Marketing, pp. 254-255.

Dineva, Denitsa ORCID: https://orcid.org/0000-0003-0451-9021 and Daunt, Kate L. ORCID: https://orcid.org/0000-0002-6741-4924 2023. Reframing online brand community management: consumer conflicts, their consequences, and moderation. European Journal of Marketing 57 (10) , pp. 2653-2682. 10.1108/EJM-03-2022-0227
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Daunt, Kate ORCID: https://orcid.org/0000-0002-6741-4924, Greer, Dominique A., Seung, Hyun Jin and Orpen, Isabella 2023. Who believes political fake news? The role of conspiracy mentality, patriotism, perceived threat to freedom, media literacy and concern for disinformation. Internet Research 33 (5) , pp. 1849-1870. 10.1108/INTR-07-2022-0565
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Mardon, Rebecca ORCID: https://orcid.org/0000-0002-4199-7121, Cocker, Hayley and Daunt, Kate ORCID: https://orcid.org/0000-0002-6741-4924 2023. How social media influencers impact consumer collectives: An embeddedness perspective. Journal of Consumer Research 50 (3) , pp. 617-644. 10.1093/jcr/ucad003
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Mardon, Rebecca ORCID: https://orcid.org/0000-0002-4199-7121, Cocker, Hayley and Daunt, Kate ORCID: https://orcid.org/0000-0002-6741-4924 2023. When parasocial relationships turn sour: Social media influencers, eroded and exploitative intimacies, and anti-fan communities. Journal of Marketing Management 39 (11-12) , pp. 1132-1162. 10.1080/0267257X.2022.2149609
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Dootson, Paula, Greer, Dominique, Letheren, Kate and Daunt, Kate ORCID: https://orcid.org/0000-0002-6741-4924 2023. Reducing deviant consumer behaviour with service robot guardians. Journal of Services Marketing 37 (3) , pp. 276-286. 10.1108/JSM-11-2021-0400
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Cocker, Hayley, Mardon, Rebecca ORCID: https://orcid.org/0000-0002-4199-7121 and Daunt, Kate ORCID: https://orcid.org/0000-0002-6741-4924 2021. Social media influencers & transgressive celebrity endorsement in consumption community contexts. European Journal of Marketing 55 (7) , pp. 1841-1872. 10.1108/EJM-07-2019-0567
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Boukis, Achilleas, Christos, Koritos, Daunt, Kate L. ORCID: https://orcid.org/0000-0002-6741-4924 and Papastathopoulos, Avvraam 2020. Effects of customer incivility on frontline employees and the moderating role of supervisor leadership style. Tourism Management 77 , 103997. 10.1016/j.tourman.2019.103997
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Hardyman, Wendy ORCID: https://orcid.org/0000-0002-3732-6886, Kitchener, Martin ORCID: https://orcid.org/0000-0001-6249-557X and Daunt, Kate L. ORCID: https://orcid.org/0000-0002-6741-4924 2019. What matters to me! User conceptions of value in specialist cancer care. Public Management Review 21 (11) , pp. 1687-1706. 10.1080/14719037.2019.1619808
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Rosier, Eleri, Williams, S. and Daunt, Kate ORCID: https://orcid.org/0000-0002-6741-4924 2019. Eduscapes and student experience: the effects of Servicescapes in academic learning environments. Presented at: Cardiff University Learning and Teaching Conference 2019: Authentic Learning, Cardiff, UK, 11 September 2019.

Mardon, Rebecca ORCID: https://orcid.org/0000-0002-4199-7121, Cocker, Hayley and Daunt, Kate ORCID: https://orcid.org/0000-0002-6741-4924 2019. Community-embedded human brands and dysfunctional community role dynamics: A study of the YouTube beauty community. Presented at: Consumer Culture Theory Conference, Montreal, QC, Canada, 17-19 July 2019. -.

Mardon, Rebecca ORCID: https://orcid.org/0000-0002-4199-7121, Cocker, Hayley and Daunt, Kate ORCID: https://orcid.org/0000-0002-6741-4924 2018. Constructing and commodifying the tribal celebrity: A dramaturgical perspective. Presented at: Academy of Marketing Conference, Stirling, Scotland, 2-5 July 2018.

Daunt, Kate L. ORCID: https://orcid.org/0000-0002-6741-4924 and McDermott, Aoife M. ORCID: https://orcid.org/0000-0002-9195-7435 2018. Authorship in action. Townsend, Keith and Saunders, Mark, eds. How to Keep Your Research Project on Track: Insights From When Things Go Wrong, Cheltenham: Edward Elgar Publishing, pp. 149-156.

Daunt, Kate ORCID: https://orcid.org/0000-0002-6741-4924 and Harris, Lloyd 2017. Consumer showrooming: value co-destruction. Journal of Retailing and Consumer Services 38 , pp. 166-176. 10.1016/j.jretconser.2017.05.013
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Rogers, Andrew, Daunt, Kate L. ORCID: https://orcid.org/0000-0002-6741-4924, Morgan, Peter ORCID: https://orcid.org/0000-0002-8555-3493 and Beynon, Malcolm ORCID: https://orcid.org/0000-0002-5757-270X 2017. Examining the existence of double jeopardy and negative double jeopardy within Twitter. European Journal of Marketing 51 (7/8) , pp. 1224-1247. 10.1108/EJM-03-2015-0126
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Lloyd, Harris and Daunt, Kate ORCID: https://orcid.org/0000-0002-6741-4924 2016. Implementing strategic change. Baker, Michael J. and Hart, Susan, eds. The Marketing Book, 7th ed., Routledge, pp. 121-148.

Baeshen, Mashhour, Beynon, Malcolm JAmes ORCID: https://orcid.org/0000-0002-5757-270X and Daunt, Kate ORCID: https://orcid.org/0000-0002-6741-4924 2016. Fuzzy clustering: an analysis of service quality in the mobile phone industrys. Kumar, A., Kumar Dash, M., Kumar Trivedi, S. and Kumar Panda, T., eds. Handbook of Research on Intelligent Techniques and Modeling Applications in Marketing Analytics, IGI Global, pp. 40-61.

Wells, Victoria K. and Daunt, Kate ORCID: https://orcid.org/0000-0002-6741-4924 2016. Eduscape: The effects of servicescapes and emotions in academic learning environments. Journal of Further and Higher Education 40 (4) , pp. 486-508. 10.1080/0309877X.2014.984599
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Daunt, Kate ORCID: https://orcid.org/0000-0002-6741-4924 and Greer, Dominique A. 2015. Unpacking the perceived opportunity to misbehave: The influence of spatio-temporal and social dimensions on consumer misbehaviour. European Journal of Marketing 49 (9/10) , pp. 1505-1526. 10.1108/EJM-01-2014-0061
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Hardyman, Wendy ORCID: https://orcid.org/0000-0002-3732-6886, Daunt, Kate L. ORCID: https://orcid.org/0000-0002-6741-4924 and Kitchener, Martin James ORCID: https://orcid.org/0000-0001-6249-557X 2015. Value co-creation through patient engagement in health care: a micro-level approach and research agenda. Public Management Review 17 (1) , pp. 90-107. 10.1080/14719037.2014.881539
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Daunt, Kate L. ORCID: https://orcid.org/0000-0002-6741-4924 and Harris, Lloyd C. 2014. Linking employee and customer misbehaviour: The moderating role of past misdemeanours. Journal of Marketing Management 30 (3-4) , pp. 221-244. 10.1080/0267257X.2013.812977
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Daunt, Kate L. ORCID: https://orcid.org/0000-0002-6741-4924 and Greer, Dominique A. 2013. Deviant service behavior. Fisk, Raymond P., Russell-Bennett, Rebekah and Harris, Lloyd C., eds. Serving Customers: Global Services Marketing Perspectives, Tilde University Press, pp. 105-122.

Rosenbaum, Mark S., Daunt, Kate ORCID: https://orcid.org/0000-0002-6741-4924 and Jiang, Anny 2013. Craigslist exposed: The internet-mediated hookup. Journal of Homosexuality 60 (4) , pp. 505-531. 10.1080/00918369.2013.760305

Beynon, Malcolm James ORCID: https://orcid.org/0000-0002-5757-270X and Daunt, Kate ORCID: https://orcid.org/0000-0002-6741-4924 2013. Cluster analysis: An example analysis on personality and dysfunctional customer behaviour. Moutinho, Luiz and Huarng, Kun-Huang, eds. Quantitative Modelling in Marketing and Management, London: World Scientific, pp. 359-378. (10.1142/9789814407724_0014)

Harris, Lloyd C. and Daunt, Kate ORCID: https://orcid.org/0000-0002-6741-4924 2013. Managing customer misbehavior: Challenges and Strategies. Journal of Services Marketing 27 (4) , pp. 281-293. 10.1108/08876041311330762

Daunt, Kate ORCID: https://orcid.org/0000-0002-6741-4924 and Harris, Lloyd Cameron 2012. Motives of dysfunctional customer behavior: an empirical study. Journal of Services Marketing 26 (4) , pp. 293-308. 10.1108/08876041211237587

Daunt, Kate ORCID: https://orcid.org/0000-0002-6741-4924 and Harris, Lloyd Cameron 2012. Exploring the forms of dysfunctional customer behaviour: a study of differences in servicescape and customer disaffection with service. Journal of Marketing Management 28 (1-2) , pp. 129-153. 10.1080/0267257X.2011.619149

Daunt, Kate ORCID: https://orcid.org/0000-0002-6741-4924 and Harris, Lloyd Cameron 2011. Customers acting badly: evidence from the hospitality industry. Journal of Business Research 64 (10) , pp. 1034-1042. 10.1016/j.jbusres.2010.10.010

Daunt, Kate ORCID: https://orcid.org/0000-0002-6741-4924 and Harris, L. C. 2011. The role of perceived employee deviance, custsomer loyalty and past customer misbehavior. Presented at: AMA Winter Conference, Austin, Texas, USA, 18-20 February 2011.

Rosenbaum, M. S. and Daunt, Kate ORCID: https://orcid.org/0000-0002-6741-4924 2011. When customers have no option: a Cambodian case study regarding counterfeit design merchandise. Presented at: AMA Winter Conference, Austin, Texas, USA, 18-20 February 2011.

Harris, Lloyd Cameron and Daunt, Kate ORCID: https://orcid.org/0000-0002-6741-4924 2011. Deviant customer behaviour: a study of techniques of neutralisation. Journal of Marketing Management 27 (7-8) , pp. 834-853. 10.1080/0267257X.2010.498149

Wells, Victoria Kate and Daunt, Kate ORCID: https://orcid.org/0000-0002-6741-4924 2011. Eduscape: an analysis of the physical learning environment. Presented at: Academy of Marketing Conference, University of Liverpool, 5-7 July 2011.

Fisk, Ray, Grove, Stephen, Harris, Lloyd C., Keeffe, Dominique A., Daunt, Kate ORCID: https://orcid.org/0000-0002-6741-4924, Russell-Bennett, Rebekah and Wirtz, Jochen 2010. Customers behaving badly: a state of the art review, research agenda and implications for practitioners. Journal of Services Marketing 24 (6) , pp. 417-429. 10.1108/08876041011072537

Daunt, Kate ORCID: https://orcid.org/0000-0002-6741-4924 and Harris, L. C. 2010. Exploring the forms of dysfunctional customer behaviour: a study of differences in servicescape and customer disaffection with service. Presented at: AMA SERVSIG International Conference, Porto, Portugal, 17-19 June 2011.

Reynolds, Kate ORCID: https://orcid.org/0000-0002-6741-4924 and Harris, Lloyd Cameron 2009. Dysfunctional customer behavior severity: an empirical examination. Journal of Retailing 85 (3) , pp. 321-335. 10.1016/j.jretai.2009.05.005

Reynolds, Kate ORCID: https://orcid.org/0000-0002-6741-4924 and Harris, Lloyd C. 2006. Deviant Customer Behavior: An Exploration of Frontline Employee Tactics. Journal of Marketing Theory and Practice 14 (2) , pp. 95-111.

Reynolds, Kate ORCID: https://orcid.org/0000-0002-6741-4924 and Harris, L. C. 2005. When service failure is not service failure: an exploration of the forms and motives of "illegitimate" customer complaining. Journal of Services Marketing 19 (5) , pp. 321-335. 10.1108/08876040510609934

Daunt, Kate ORCID: https://orcid.org/0000-0002-6741-4924 and Harris, Lloyd C. 2005. Jaycustomers: An empirical examination of the antecedents of dysfunctional customer behaviour. Presented at: 4th SERVSIG Conference, Singapore, Malaysia, 2-4 June 2005. AMA,

Daunt, Kate ORCID: https://orcid.org/0000-0002-6741-4924 and Harris, Lloyd C. 2005. The antecedents of dysfunctional customer behaviour. Presented at: 34th EMAC Conference, Milan, Italy, 24-27 May 2005.

Daunt, Kate ORCID: https://orcid.org/0000-0002-6741-4924 and Harris, Lloyd C. 2004. 'Illegitimate' customer complaining: an exploration of types and motives. Presented at: European Marketing Conference (EMAC), Murcia, Spain, 18-21 May 2004.

Harris, Lloyd C. and Reynolds, Kate L. ORCID: https://orcid.org/0000-0002-6741-4924 2004. Jaycustomer behavior: an exploration of types and motives in the hospitality industry. Journal of Services Marketing 18 (5) , pp. 339-357. 10.1108/08876040410548276

Harris, Lloyd Cameron and Reynolds, Kate ORCID: https://orcid.org/0000-0002-6741-4924 2003. The Consequences of Dysfunctional Customer Behavior. Journal of Service Research 6 (2) , pp. 144-161. 10.1177/1094670503257044

Daunt, Kate ORCID: https://orcid.org/0000-0002-6741-4924 and Harris, Lloyd C 2003. Jaycustomers: A study of the consequences of deviant consumer behaviour. Presented at: 10th Recent Advances in Retailing and Services Science Conference (EIRASS), Portland, OR, USA, August, 2003.

Daunt, Kate ORCID: https://orcid.org/0000-0002-6741-4924 and Harris, Lloyd Cameron 2003. A study of jaycustomer behaviour: Insights into types and motives from the hospitality industry. Presented at: Academy of Marketing Conference 2003: History of the Next Decade, Aston University, Birmingham, UK, 8-10 July 2003.

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